Medical Savings Charged Without Informed Consent – Discovery Health & Digital The****utics

I am extremely frustrated with the handling of a claim by Discovery Health and Digital The****utics Xpress, which has now been ongoing for over two months without resolution.

A charge of R1,927.70 for a Digital The****utics iCBT service (Ref: CpnhVB, dated 15 December 2025) was deducted from my medical savings without what I believe to be informed consent.

Despite repeated follow-ups, I have not been provided with:

Proof that I knowingly activated this service

Proof of explicit and informed consent

Evidence that it was clearly disclosed that the cost would be deducted from my medical savings

An invoice has been shared, however this does not constitute proof of consent or acceptance of the associated costs.

I would not have agreed to this service had the financial implications been clearly communicated upfront. It is not acceptable for such charges to be linked to digital platforms where key cost information may be hidden within terms and conditions.

In addition, this service relates to cognitive behavioural therapy, which raises further concern as to why it was not processed under Prescribed Minimum Benefits (PMB), but instead allocated to my medical savings.

I am requesting:

Reversal of the claim

Restoration of the amount to my medical savings

Clear proof of consent and activation

If this matter is not resolved urgently, I will be escalating it to the Council for Medical Schemes.

I expect transparency and accountability in the handling of this matter.